Note: The job is a remote job and is open to candidates in USA. Thermo Fisher Scientific is a scientific and technology company serving customers through a diverse product portfolio. The Senior Customer Service Representative supports customers, service teams, and commercial operations by coordinating service activities, managing complex orders and quotations, overseeing contracts, and supporting installations. The role also serves as an operational liaison across field service, sales, logistics, purchasing, finance, and technical support.
Responsibilities
- Coordinate preventive maintenance visits, audits, billable service, repairs, installations, and commissioning activities with customers and field service engineers
- Manage service schedules to ensure customer commitments are met while optimizing technician utilization
- Serve as the primary coordination point for WEB and Metals product lines
- Process customer purchase orders for parts, services, and service contracts using ERP systems
- Coordinate warehouse fulfillment activities including order release, shipment, and delivery
- Maintain accurate customer, contract, and transactional records across ERP and Salesforce platforms
- Prepare complex spare parts and service quotations by reviewing technical drawings, Bills of Materials, pricing, and commercial terms
- Collaborate with Purchasing and global manufacturing sites to source non-stock parts and obtain pricing
- Follow up on quotations to maximize order conversion
- Serve as the primary point of contact for customer inquiries regarding parts, service, installations, and order status
- Monitor incoming phone calls and direct technical support requests to the appropriate specialists
- Partner with field service engineers to resolve customer issues and operational challenges
- Coordinate installation activities, including customer readiness meetings, technician scheduling, and equipment delivery
- Track installation prerequisites and proactively resolve issues impacting project timelines
- Participate in project planning, backlog reviews, and sales operations meetings
- Act as backup to the Service Manager for customer requests, after-hours support, and operational decision-making
- Maintain after-hours support schedules and communicate coverage to answering services
- Track field technician activity and resource availability
- Support logistics coordination and ensure accurate shipping charges and invoicing
- Process customer invoicing including down payments, shipments, commissioning, repairs, service, and complete system invoices
Skills
- Experience coordinating field service activities, installations, preventive maintenance schedules, and customer projects
- Proven ability to independently manage complex customer accounts and multiple priorities simultaneously
- Demonstrated experience partnering with Sales, Service, Logistics, Purchasing, Finance, and Technical Support
- Advanced ERP, Salesforce CRM, and Microsoft Office proficiency
- Strong understanding of order-to-cash processes, contract administration, invoicing, and logistics coordination
- Demonstrated leadership by influencing cross-functional teams without direct authority
- Ability to make sound business decisions while managing customer escalations and sensitive situations
- Ability to serve as operational backup for Service Management when required
- Build strong working relationships across global teams to ensure timely communication, issue resolution, and consistent service delivery for North American customers
- Exceptional organizational skills
- Ability to prioritize competing operational demands while maintaining exceptional customer service
- Strong analytical skills with a focus on process improvement
- High level of ownership, accountability, and initiative
- Excellent planning and coordination skills in a dynamic service environment
- Ability to manage confidential and commercially sensitive information
- Strong attention to detail with a commitment to operational excellence
- Customer-first mindset combined with sound commercial judgment
- Ability to represent the North American customer perspective while partnering closely with global business partners to drive operational excellence
- Minimum 5 years of customer service, service coordination, operations, or order management experience in a technical or manufacturing environment preferred
- Experience interpreting technical documentation such as parts drawings, Bills of Materials (BOMs), and service documentation is preferred
Benefits
- Eligibility for a variable annual bonus based on company, team, and/or individual performance results in accordance with company policy
- A choice of national medical and dental plans, and a national vision plan, including health incentive programs
- Employee assistance and family support programs, including commuter benefits and tuition reimbursement
- At least 120 hours paid time off (PTO)
- 10 paid holidays annually
- Paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave)
- Accident and life insurance
- Short- and long-term disability in accordance with company policy
- Competitive 401(k) U.S. retirement savings plan
- Employees’ Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount
Company Overview
Company H1B Sponsorship